Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Handling Multimedia Chat Businesses/ Transferring Sessions
Updated on 2025-11-07 GMT+08:00
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Transferring Sessions

An agent transfers the session to another agent.

Context

  • The skill queues and agents to which sessions can be transferred by an agent are affected by OUs. The specific requirements are as follows:
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, the agent can view and transfer sessions to skill queues and agents under accessible OUs.
    • When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, the agent can view and transfer sessions to skill queues and agents under the owning OU, accessible OUs, and Unorganized.
  • The channel configuration parameter Call Transfer Interaction Times specifies whether an agent can transfer a call. The call transfer function can be used only when the number of messages sent by an agent to a customer reaches the set value.

    When the value is 0 or empty, the agent can use the call transfer function at any time.

    Only the email channel does not support this function.

Procedure

Click to transfer an ongoing session to another agent. A session can be transferred by skill queue (multimedia skill queue) or agent (multimedia agent). The transfer modes are Success Transfer and Release Transfer. During session transfer, agent states and accounts can be viewed.

Success Transfer: After an agent transfers a session, the agent releases the session only after the transferred-to agent answers the session. Otherwise, the system displays a message indicating that the transfer fails.

Release Transfer: After an agent transfers a session, the agent releases the session immediately, regardless of whether the transfer is successful.

Figure 1 Transferring a session to a skill queue
Figure 2 Transferring a session to an agent

: The agent is in a voice or video call.

: The agent is in an online chat.

After the transfer is successful, a 10-second message showing the information about the agent transferring the call is displayed in the lower right corner of the page of the transferred-to agent.

Figure 3 Information about the agent transferring the call
  • If the value of Fixed-Line Number/Agent Mobile is not configured for the agent, the value of the Agent Phone Number is the softphone number of the agent.
  • If the value of Fixed-Line Number/Agent Mobile is configured for the agent, the value of the Agent Phone Number is the mobile number or fixed-line phone number configured for the agent.